Agent UX - Context panel
One of the biggest changes for the new version of Live Assist for Dynamics 365 is the new chat context panel. When taking chats, a new panel will automatically appear with all the information related to it. Most of this information was available before in a separate page, but now it will be instantly available for all the conversations. Here are some of the new changes:
“Create Case” and “Create Contact” buttons have been moved to the context panel;
The layout of the top of the chat has been streamlined, most information has been moved to the context panel;
Clicking the visitor name or avatar will toggle the visibility of the context panel;
Access the visitor’s navigation history, chat activities or cases with one click;
Support for Bot related fields which indicate the bot name, if a chat with a bot was escalated (or transferred) to a human agent and when that happened.
For chats initiated on the Android or IOS applications, we provide more information about the device so that the agent can provide a tailored solution to visitors.
Note: The Case and Contact cards are only available to Agents with the Customer Service Representative or CSR Manager roles assigned.
As of Live Assist for Microsoft Dynamics 365, version 3.6.0 (April 2018 Release), it's possible to use the Automatic Association Tool to create cases and contacts